The death of customer service

[headflux]

Ok, so I bought a Dell laptop about a month ago. When it arrived I noticed that the 'z' key was loose - one of the tiny clips on the key has broken off. So I lived with it for a month (z isn't a high usage letter). Today, I phone Dell Support thinking that I'd get it sorted out. (the keys on Dell laptops seems to be a unique shape.)

The "customer service" rep tells me the laptop will need to be sent away to have the keyboard replaced. So I say, "hang on a minute, it's just one key. Why can't you just send me a replacement 'z' and I can fit it myself"

"sorry sir, we have to fit an entire new keyboard"

So, I'm thinking if I send it back, they'll probably make a fuss about the fact I've installed a different OS than the preloaded Vista (even though it's a hardware issue), and I don't really want to be without my laptop for 10+ days for one loose key.

So I say "ok, can't you just send me a whole new keyboard, and I take the 'z' key from it a clip it on myself"

"sorry sir, we can't do that, but I could send an engineer to your house"

"Ok, great!"

"but, it's not part of your warranty agreement so I'll have to charge you £29."

So, the engineer is coming next week to fit a whole new keyboard, and I'm paying £29 (about $50 for those of you across the pond), for the privilege.

I mean, where is the flexibility for the customer?

I would finally add, that despite this, I am very pleased with the Dell Studio 1555, and it runs Ubuntu like a dream.

rant over.

[Johnsie]

You should've just sent it off. Large companies like this already have systems and procedures in place to deal with repairs and you're trying to make up your own.

[headflux]

You should've just sent it off. Large companies like this already have systems and procedures in place to deal with repairs and you're trying to make up your own.

fair enough, but that's my point - Large companies put their processes before the customer experience.

[t0p]

I'm puzzled about your fears that if you send your machine back to Dell, they might decide you've voided your warranty by installing ubuntu. The engineer who visits your home might decide to boot the machine to check, then say you've voided the warranty and refuse to fit the new key. If you think he won't boot the machine, what makes you think Dell would do it? Is there any reason for a repairperson to turn on the computer just to replace a key?

Anyway, if you are comfortable replacing the key yourself, why not just go buy a new key and fit it? I wouldn't have thought a new key would cost 29 quid.

[bodyharvester]

welcome to the dell owners club ;)

[headflux]

I'm puzzled about your fears that if you send your machine back to Dell, they might decide you've voided your warranty by installing ubuntu. The engineer who visits your home might decide to boot the machine to check, then say you've voided the warranty and refuse to fit the new key. If you think he won't boot the machine, what makes you think Dell would do it? Is there any reason for a repairperson to turn on the computer just to replace a key?

Anyway, if you are comfortable replacing the key yourself, why not just go buy a new key and fit it? I wouldn't have thought a new key would cost 29 quid.


I've been bitten before by this (admitted not by Dell), and if I send it away, it's just a job number to an engineer, but if they have to look me in the eye, they'll probably be more relaxed about it. But maybe you're right.
To be honest, I just don't want to send it away if I don't have to. I'm a heavy user, and at the end of the day I'll lose more than £29 worth of productivity if I was without it for 10 days.

The point though, I was trying to make (evidently unsuccessfully), is that they seemed to be really inflexible.

As for just buying a key, I've tried finding one the same shape but to no avail.

[slakkie]

Weird stuff, I actually had dell support on the phone while removing the keyboard. They decided to keyboard was broken send me a new one which I installed. No charge. This wasn't on a netbook, but on a regular laptop.

[bryncoles]

I must be an anomaly. I bought a Dell Inspiron (back when you could get them with ubuntu on in the UK). First thing that happened was the battery started crapping out. I emailed them and they said it was 'normal', and i should leave them alone.

so, i emailed them back with the output of 'cat info' on acpi BAT0, and they said 'oh yeah, that isn't right', and dispatched a new battery without complaint.

I know Dell have a bad customer service rep, but my experience of them was actually very positive.

[t0p]

The point though, I was trying to make (evidently unsuccessfully), is that they seemed to be really inflexible.


Point taken. Dell is inflexible. Unfortunately that's par for the course with these large companies. Once they've got your money, you cease to be important. Whoever coined the phrase "The customer is always right" obviously never had dealings with such a firm.

Thing is, the engineer is a Dell employee so he's likely to be just as inflexible. If you try to get him to "do you a favour" and ignore a possible warranty violation, he'll probably say "It's more than my job's worth" and "It's Dell's policy" and other such cliches.

[headflux]

Thing is, the engineer is a Dell employee so he's likely to be just as inflexible. If you try to get him to "do you a favour" and ignore a possible warranty violation, he'll probably say "It's more than my job's worth" and "It's Dell's policy" and other such cliches.

True, but fortunately I haven't erased the preloaded Vista (I dual boot), so if it comes down to it, I could argue the point.

[winjeel]

I think in the UK the customer protection laws say that the place where you bought it is responsible for the repairs. The customer protection agency (I don't remember the proper name) will be on your side. It's impossible to say that a computer software program physically damaged a key. Don't accept their excuses, tell them straight that even if their claim that the warranty is declared void, the British law is not. They have a legal responsibility to fix it or replace it. Regardless of what company it is.

Here is a story of someone who bought a 2,000 pound lens from Sony (http://www.dynaxdigital.com/index.php/topic,9669.0.html) and Sony refused to pay. Essentially, the law was on his side and he got a replacement. Dell will do the same thing, when reminded of their legal obligations, I'm sure.

[MikeTheC]

Having worked in the tech support business representing one of the major consumer electronics firms on the planet (*lookie* (http://en.wikipedia.org/wiki/Sony_CISC)) I have some considerable experience in this subject and on some of the points raised in this thread.

Right now I'm one foot out the door heading to college, but if I get a chance later today and I don't forget, I'll post some thoughts here.

The short version, though, is without a doubt there is a "let's see how far we can go to represent our own interests and protect our own assets" attitude that exists in any company, and frankly it exists within ourselves. That doesn't mean I support evil acts, but you have to separate yourself from your situation and see things for how they truly are before making a value judgment on the company you're dealing with.

[tom66]

I have a similar laptop, the 1537.

My Alt key has fallen off. But also, my charger is faulty, so Dell will come around and fix it.

[Groucho Marxist]

fair enough, but that's my point - Large companies put their processes before the customer experience.

Exactly; they will instantly say something to the effect of "it's a hardware issue" even when the problem clearly relates to software. Case in point, my aunt's obviously virus-infected computer; is that a hardware issue? No, yet Dell's "customer service" rep insists it is as such. For some added fact-based humor, check out Cracked.com's article
Why Tech Support Sucks: A Look Behind the Scenes (http://www.cracked.com/article_17271_why-tech-support-sucks-look-behind-scenes.html)

[headflux]

For some added fact-based humor, check out Cracked.com's article
Why Tech Support Sucks: A Look Behind the Scenes (http://www.cracked.com/article_17271_why-tech-support-sucks-look-behind-scenes.html)

This really made me laugh.

[hessiess]

Personally I wouldn't even consider sending off a laptop to a lrage compony without ether removing the HDD, or encrypting the hell out of it. Both of which would make the machine unbootable anyway. Sending off a computer to someone you don't know leaves a lot of room for potential data stealing, and goes against my `trust no one' policy.

[mamamia88]

that is the first time i've ever heard of them sending someone to your house sounds like great service too me beats the inconvenience of sending it out just hook up ext keyboard for now

[decoherence]

My work is a Dell shop. We get a lot of laptops in with various keys popped off and often they are out of warranty.

We buy the keyboards from Dell, fit them ourselves and keep the old ones so that we can do exactly what you describe and just replace an individual key on the next lappy that comes in, provided it uses the same type of attachment. Dell uses a lot of different ones, sometimes even on the same model.

I'm not a huge fan.

[Firestem4]

I had contacted HP Support a while ago to see if I could have my keyboard fixed. Due to incredibly poor design my 1,200 dollar HP pavillion Dv9600's keyboard is terribly warped on the upper-left hand portion of the keyboard (Function1-6 and two rows below that) are nearly unusable when the machine starts to warm up. (excessive heat from poor ventilation)

I got ahold of their tech support to see about getting it repaired. So I talked with the tech and told him about 5 times, in 5 different ways what was wrong with my keyboard. (Again, excessive heat caused my keyboard to warp and beocme unusable). So at first he referred me to perform these well concluded suggestions/solutions.

Check that the fan is rotating and the vents are clean (a given for me but not the issue).
Make sure that I raise my laptop so the heat can circulate (A given, but that doesn't help me because the keyboard is already warped)
Check to make sure my BIOS is up to date....
Check to make sure I have the latest keyboard drivers installed....*smack forhead* Why didn't I think of that?!?!

This is what is wrong with Tech Support and customer service... The tech's are untrained and reading off of a script. And the customer service is unhelpful and they rip you off every chance they get.

I finally got them to the point where I can send it in. My laptop is no longer warranted and they wanted $400 to replace the fricken keyboard. That is a 3rd of the cost of the laptop! Like hell, i'll deal with the keys.

I talked to a friend of mine who works at a repair center for a large school district (they have a lot of other corporate contracts and such). He can do the repairs at cost. $69 for the entire keyoard.

[lukeiamyourfather]

fair enough, but that's my point - Large companies put their processes before the customer experience.

Why would you expect anything else from Dell? :-({|=

Its cheaper to handle repairs like that in a component level way, for example stocking entire keyboards instead of single keys. The labor and parts for replacing the whole keyboard is probably less than someone stocking and managing thousands of individual key models with installation instructions and individually shipping out keys. Not to mention if you call again about how to install the key like most people would that costs even more.

Either deal with their system or deal with it by yourself. Often times you can get replacement keyboards and similar parts online through eBay and laptop parts specialists. Cheers!

[LowSky]

Let me get this straight, you are mad because Dell won't let you fix your laptop your way?

You guys are missing the point of Dell's policy of replacement under warranty. Maybe they don't just keep stock of keyboard keys, as it cheaper to have only keyboards. Big companies make money by maximizing efficiency, and sending you a key because you claim it doesn't work, hardly justifies them sending you a part without confirmation that it is really broken.

Installing another OS does not void the warranty on the computer hardware especially for a broken key (as in falling off the keyboard broken). Heck Dell sells Ubuntu PC's. If it was an issue to get the PC working 9/10 a tech will reinstall the factory standard OS and software.

$50 for a tech to come and repair is actually not that bad of a price. apple wants $29 just to talk to me about my iPod that is past its 90 day apple care period. Now that is unreasonable.

Don't forget companies don't really have to offer warranties. they only do so because we expect them to. If they wanted they could say "all sales final and no implied warranty."

[Warpnow]

You guys fail to understand that it is impossible for companies like Dell to deliver your prouct to you at that price with the kind of customer service you want. People's time cost money. That's why they offer extended service contracts.

That's also why B&M store laptops cost more. Maintaining that base of operations, with a repair center, costs money. People bargain shop, requiring the companies to cut cost to stay in business. They cut cost where they make the least money. Customer service. Most peeople will not pay extra for good customer service, or at least not enough extra.

YOU, the consumer, decides how companies are. The products you buy represent what kind of products profit, and continue to exist.

[Chronon]

That was very clearly stated, Warpnow.

[Jackelope]

Dell sucks.

Just thought I'd throw that out there =)

Really, though, I realize they have a bottom line and have to cut costs with poor tech support, but the repair department is abysmal. I had my new laptop repaired 3 times in a row before they got it right. And that was after buying a Latitude from them, which after 3 repairs was deemed unfixable by the repair tech and was returned. Thats a total of 6 repairs and 3 months of aggravation before I had a fully working system. I don't think Toshiba or HP buyers go through this.